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Claims Handler

REED Business Support
Job LocationHuntingdon
EducationNot Mentioned
Salary19,000 per annum, inc benefits
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent,full-timeB

Job Description

PDRS Claims Handler JOB MISSIONWorking in a team you will be responsible for your own claims caseload ensuring the highest standards of customer service are consistently delivered within agreed service level agreements for key client contracts.KEY ACTIVITIES AND ACCOUNTABILITIES(main day-to-day activities and responsibilities of the role)

  • Dealing with all interested parties of a claim from initial notification to completion of the claims within the claims centre
  • Assist the dispatch function according to their requirements during periods of peak workload in order to maximise technician utilisation
  • Attend occasional client visits (internal/external)
  • Provide support to the Policy Holder/Customers throughout the claim, giving prompt and accurate advice
  • Update own claims portfolio daily/weekly/monthly
  • Immediately report any complaint/problems to the Claims Manager, in accordance with the formal complaints procedure
  • Recommend ideas for development of the IT systems to the Claims Centre Manager to assist in improving effectiveness of the department
  • Achieve call monitoring targets
  • Work towards your own personal targets and continued career development
  • Work towards Gateway to Success
  • Prioritising and organising your workload to ensure deadlines are adhered to
  • Dealing with telephone & e-mail queries and working within agreed service level to respond to customer needs
  • Proactively reviewing claims to ensure continued progression
  • Investigate & understand customer job-related queries and forwarding to the correct department for resolution
  • Diarising external requests to help achieve average cycle time
  • Taking ownership of your own caseload , managing the claim from beginning to end, using diary system to review progression
  • Manage the collection and processing of excess payments
  • Maintain diaries, chasing for outstanding information from insurers and clients
  • Where required, locate and pass claim files to other members of staff
  • Investigate & understand customer job-related queries and forwarding to the correct technician or team manager for resolution
  • Subbies
Out of hoursMake courtesy call to the policyholder to gain relevant information relating to the claim and where possible book an appointment. If necessary, pass new instruction to the on call technician promptly to ensure achievement of service level agreements.REPORTING LINE
  • Reports to Claims Manager & Senior Claims Handler
KNOWLEDGE
  • Computer skills (word, excel, lotus notes, simply)
  • All the products and services offered by the Company
  • Aims of the Company
  • All Claims Centre service level agreements
  • FSA Regulations (Including Treating Customers Fairly)
  • DPA
SKILLS AND COMPETENCIES
  • Communications
  • Customer Relationships
  • Decision Making
  • Planning & Organisation
  • Specialist Knowledge
  • Initiative
  • Problem Solving
  • Team Contributor
CHARACTER ATTRIBUTES
  • Flexibility
  • Positive Attitude
  • Disciplined
  • Friendly
  • Calm under stress
  • Organised
  • Resolve issues quickly
Team player
  • Problem solving
  • Patient
TYPE AND LEVEL OF EDUCATION/EXPERIENCE
  • Good general education
  • GCSE English / Mathematics
  • Computer / administration
HOW IS PERFORMANCE MEASURED
  • KPI Results
  • Call Monitoring
  • Effective Touches
  • Passport to Competence
  • Personal Appraisals

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